AI-Powered Support Engineer

Windfall; South Jordan (UT); Presencial; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Windfall is seeking a Technical Support Engineer to own the customer support queue, onboard new customers, configure accounts, map datasets, and resolve technical issues. You’ll drive root-cause analysis and contribute to AI workflows that prevent recurring tickets, while collaborating with Product and Engineering to improve the platform.

The role emphasizes an operational mindset and curiosity about AI, with a focus on hands-on problem solving rather than deep engineering.

Formación

• 2+ years of professional experience, with 1+ years in technical support, RevOps or sales ops, data or marketing analysis, or CRM-adjacent role, ideally in B2B SaaS.
• Comfortable with CSVs, spreadsheets, and CRM data models (objects, records, fields).
• Experience with Salesforce, HubSpot, or a similar CRM.
• Experience with a ticketing or support platform (Pylon, Zendesk, Intercom, or similar).
• Strong written and verbal communication.
• Bachelor’s degree or equivalent experience.

Responsabilidades

• Own the support queue: triage, troubleshoot, and resolve inbound tickets in Pylon, and elevate crisply to Product or Engineering when needed.
• Support new customer and user onboarding, and get them to first value fast.
• Monitor data delivery queues and account and dataset health, and catch issues before customers do.
• Support wealth analytics reports and match analysis workflows.
• Find the root cause of recurring issues and fix it with an operational improvement (e.g., a playbook, a knowledge base article, product feedback, or AI automation).
• Build and improve AI workflows that deflect and auto-resolve common questions.
• When a playbook doesn’t exist yet, build it, and document your work so every handoff is clean.
• Keep accurate records in Pylon, Salesforce, and our internal knowledge base.
• Turn customer feedback and bug patterns into clear input for the product roadmap.

Conocimientos

Operational mindset

AI-curious

Detective instinct

Adaptable communicator

Documenter

Calm prioritizer

Educación

Bachelor's degree

Herramientas

Salesforce

HubSpot

Pylon

Zendesk

Intercom

Descripción del empleo

Windfall is seeking a Technical Support Engineer to own the customer support queue, onboard new customers, configure accounts, map datasets, and resolve technical issues. You’ll drive root-cause analysis and contribute to AI workflows that prevent recurring tickets, while collaborating with Product and Engineering to improve the platform.

The role emphasizes an operational mindset and curiosity about AI, with a focus on hands-on problem solving rather than deep engineering.